{"title":"Lean Six Sigma deployment in BFSI sector: synthesising and developing customer value creation models","authors":"Pankaj M. Madhani","doi":"10.1504/IJECRM.2018.10014892","DOIUrl":null,"url":null,"abstract":"The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"272"},"PeriodicalIF":0.0000,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"6","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Customer Relationship Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/IJECRM.2018.10014892","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 6
Abstract
The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.
期刊介绍：
The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling
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